Handle all inbound requests in one ticketing system
Convert email, phone, chat and web requests into tickets and keep them organized.
-
Email ticketing system
Point your support email address into HappyFox’s support ticket system to have all incoming e-mails converted to actionable tickets.
Email support ticket system -
Social media integration
HappyFox provides support for social media by converting private messages from your Facebook page into tickets within your help desk system.
Social help desk -
Voice integration
Speak with your customers right from your system! The best part? All calls, transcripts and recordings will take the form of a newly created ticket within HappyFox
Voice help desk -
Chat integration
Add a chat plugin to your support centre by integrating with HappyFox Chat or other supported live chat widgets. Record all chat conversations as help desk tickets.
Integrated chat support -
Embeddable website widget
Embed customer support forms on your website and have all the customer queries automatically converted into help desk tickets under predefined categories.
Help desk widget -
Unite your organization
Use HappyFox to bring all of your systems together. Support requests from CRM are tracked and converted into easy-to-manage tickets.
Customer data integration -
Multi-brand help desk
HappyFox is a multi-brand help desk that enables you to have personalized support centers for all of your brands, managed from one central help desk software.
Multi-brand help desk -
Multi-lingual knowledge base
Support customers globally with a multi-lingual knowledge base. Manage articles in various languages and allow customers to choose languages with a click of a button.
Multi-lingual knowledge base
Free your support ticket system from chaos
Create a flexible yet organized ticketing workflow.
Categorize
Associate your support email addresses to predefined categories like products, sales, support etc. and see your email tickets flow into the right ticket categories of your support ticket system.
Support Ticket Status
Ticket status helps track and organise support issues better. You can also customize the status label and color to suit your support process workflow.
- NEW
- OPEN
- PENDING
- CLOSE
- Add a new status
Assign
How does your HappyFox ticketing system automatically assign tickets to the right agent? A round robin algorithm identifies it and distributes tickets, in turns. Best! Your agents are instantly alerted when they are assigned a ticket.
Limit access
Which of your agents get access to the ticketing system? Now, you can decide that. Simple. Tick a few boxes to define the roles and control access of every team member.
Tag
Does your agent spend a lot of time finding that one ticket from the pile? End your hunt by tagging issues with keywords and making a connection between similar tickets, beyond categories and status. The powerful tag management system helps you to organize, search, filter and browse support tickets across categories. Tags also can be used to automate workflow and create reports.
Contact groups
Bring in contacts from the same company under one group and make support more manageable. Better yet, allow group members to see the tickets raised by others.
Self-service knowledge base software
Empower your customers with product or service knowledge. Add documents, images, videos and file attachments to enable self-help. Now! Start seeing a reduction in the volume of customer queries.
Let a faster ticketing system do all the responding
Find facts, discuss internally and then respond. All from one simple interface.
The Red Line How can you spot tickets in the support ticket software that are not responded to? Easy! A smart red line placed on all unattended tickets turns grey when you respond - A red alert to customer support.
Email support As support agents, you receive an email notification for every customer query that land in your support ticket software. Respond by email from your phone, tablet or any email-enabled device without logging into HappyFox. Conveniently!
Follow ticket threads
Tap the star button in the HappyFox support ticket system to follow conversations and tickets that you care about. Get notified every time the ticket is updated.
Respond to multiple contacts
If you want multiple contacts from the same organization to be informed of your resolution, just mark them all in your ticket. When they respond to this thread, it gets appended.
Save time with canned actions
To enable faster response to your customers’ queries, use existing tickets to create predefined replies and maintain consistency.
Suggest references
If your response is backed by an official documentation and links to knowledge base articles within the support ticket system, it means your response is reliable and empowers your customer with required product/service knowledge.
Collaborate internally
Solving a customer’s ticket often requires internal discussion, however, at this stage, would you want your customer to see this “work in progress”? No? Use private notes to alert only the staff members and discuss tickets confidentially.
Collaborate externally
If you have to work with external partners or vendors before responding to a customer request, you can. By effortlessly sharing a wealth of information with them - ticket thread, associated conversations, private notes and attachments.
Manage complex issues & requests, quite simply
Clone, relate, merge or split. Everything you need in a help desk ticketing system.
-
Clone tickets
Do you get the same kind of request from customers regularly? Start Cloning. Create multiple variants of an existing ticket in support ticket system. All the prepopulated fields of the clone can be edited, as you see fit.
Cloning a ticket -
Merge tickets
Do your customers create multiple tickets for the same issue? In here, HappyFox lets you merge related tickets into one before resolving it. The merged tickets get promptly archived in your ticketing system for future reference
Merging multiple tickets -
Relate tickets
When your customers’ issues are complex, managing multiple tickets around them is perplexing. With this easy ticketing system, you can track related issues, link them, monitor them all together and solve one after the other.
Relate similar tickets -
Split tickets
Do your customers often report multiple issues in the same email? It’s Common! Split those support issues into individual tickets, assign them to the right queue and do not let the “time spent on a ticket” metrics spike.
Split issues into multiple tickets -
Print and carry your tickets
Load your field sales/support teams with facts before every customer meeting. Convert the customer’s tickets and conversion threads, into neatly formatted documents. Either print them out or export as a tablet ready PDF.
Print and carry your tickets -
File attachment
Ever wanted more "context" to an issue, so you could have solved it sooner than later? Let your customers start attaching photos, screenshots, presentation decks, PDFs and documents of all popular formats to a ticket to provide a better understanding
Attach multiple files to a ticket -
Scale at ease
How can you scale your support team’s strength up or down, on demand? With HappyFox support ticket system. You can add new staff or deactivate them effortlessly and still retain the ticket history after deactivation.
Scale your support team -
Complete customer profile
Pull in customer details such as demography, contact and other business data points from your CRM solution to see them alongside the ticket history. Right here! on a simple one-view console of your help desk software.
Integrated customer data -
Private ticket
A private ticket is invisible to the end customer and is visible only to the staffs. A private ticket enables internal cross-team collaboration to record, track progress, discuss and hence resolve a customer issue efficiently.
Internal private ticket
Analyse help desk metrics & create solid actions
A ticketing system that can crunch your support process data.
Help desk analytics dashboard
Do you track the help desk metrics that impact your customer support performance? Derive insights out of variables like recent tickets, ticket inflow, status, priority distribution and performance of your team from a visual dashboard.
Activities tracker in the support ticket system
Ever examined the level of your support staff participation? An activity log captures all ticket level actions in chronological order with an accurate timestamp, helping you scan the extent of staff participation.
Automate time tracking
Ever wondered where most of your support time is spent and on what issues? HappyFox enables you to automatically track and log time spent on a ticket with the click of a button. You can now create timesheets and send time spent on support for billing and invoicing.
Create reports on the fly
Is your business data driven? Get started with “custom reports” to see complex support data simplified into visual charts and graphs. Filter the report with more data sources and conditions, to spot interesting trends.
Scheduled reports
Do you need your support team to monitor support performance regularly? Make them lean back and relax while the report summaries automatically get sent as emails, using the scheduled reports feature.
Decide which reports you need, how frequently you need them and for what period and add the filters if necessary. The exact version of that report summary will be sent to your mailbox based on your frequency.
HappyFox also has life-cycle reports feature for you to see the complete history of a ticket including time spent on each status, the current assignee and status and date of creation. Thus you can track how your tickets are being handled and use the insight to optimize your support process.
Custom reports dashboard
Data is key to making informed decisions, especially in the context of customer support. But filtering through a lot of available data can be daunting and time-consuming. HappyFox lets you add custom reporting widgets that you care about, from various reports, under the same roof. Using custom dashboard, support managers can quickly access key metrics.
Ease your day with a smart help desk software
Outsource complex and redundant workflows to a powerful smart rules engine.
-
Up your productivity
Automate all your redundant and unproductive routines from your customer support process. Cut costs, save time and stay productive with a smart help desk software.
Automate help desk -
Notification
Say, your agents are busier than usual with a surge in customer requests. With an automated help desk, let your team stay up to date on new tickets, customer replies and staff assignment through notifications.
Help desk notification -
Smart ticket assignment
Engage your support staff evenly! Using a smart round-robin feature automate ticket assignment to the staff pool. Now, you are smarter and faster than ever with your responses.
Automate ticket assignment
Tailor your support ticket system in all forms
Create your own custom fields, workflows & personalize the support experience.
-
Multi-lingual help desk
Have you got support staff from various geographies speaking different languages? This multilingual help desk and knowledge base lets your staff spin the globe, pick a language and start solving tickets.
Multilingual help desk -
Custom notifications
Effortlessly, personalize the communication with your customers by creating dynamic, category specific notification templates and inserting ticket specific data using tags.
Customer support notifications -
My queue
Customize your personal workflow while resolving customer queries. Create a personalized queue to displays tickets in the preferred order, say, from multiple categories, statuses and ownership.
Prioritize tickets -
Look & feel
Maintain brand consistency by styling the help desk to reflect your company’s brand elements like color and logo. Brand your support center using CSS customization to achieve the look you need.
Help desk customization -
Time zone
Do you support customers across different time zones? In here, the imperative is to track and resolve customer queries at the earliest, in their local time. So, let your staff choose the time zone in the app.
Time zone settings -
Custom fields
Go beyond the basic form and collect additional contacts, ticket specific information etc. using custom fields to resolve support queries in the shortest possible time
Add custom fields
